UK Service Terms and Conditions
These service terms and conditions set out the basis on which our services are provided to customers in the United Kingdom. By making a booking, confirming an order, or otherwise instructing us to carry out work, you agree to be bound by these terms. They are designed to give clarity on how the booking process works, what payment is required, how cancellations are handled, and the responsibilities of both parties throughout the service period. In these terms, references to “we”, “us” and “our” mean the service provider, and references to “you” and “your” mean the customer or person receiving the service.
These terms apply to all service agreements entered into by us unless we have agreed a different arrangement in writing. Any special conditions confirmed in writing will apply only where they do not conflict with these terms. If any part of these terms is found to be unenforceable, the remaining provisions will continue to apply. Nothing in these terms affects your statutory rights under UK law.
By proceeding with a booking, you confirm that you are authorised to request the service and that the information you provide is accurate and complete. We may rely on that information when scheduling labour, allocating materials, planning transport, and assessing any safety or access requirements. If any details change before the service date, you must tell us as soon as reasonably possible.
The service booking process begins when you request a quote, estimate, or appointment. Any quotation we provide is based on the information available at the time and may be revised if the scope of work changes, access proves more difficult than described, or additional materials or labour are required. A quote is usually an invitation to book and not a guarantee of availability until we confirm the booking.
Once a booking is accepted, we will confirm the date, approximate time, scope of work, and any important conditions. You are responsible for ensuring that the service location is ready for the work to begin, including access, permissions, and any necessary clearances. If the service requires someone to be present, you must make sure that a suitable person is available at the agreed time. Delays caused by missing information, inaccessible premises, or unavailable decision-makers may affect completion and may be chargeable.
We may refuse or reschedule a booking where we reasonably believe the service cannot be carried out safely, lawfully, or within the agreed scope. We also reserve the right to decline bookings where the requested work falls outside our capabilities, where there is a conflict with applicable regulations, or where there is a risk of non-payment. Any estimated timings are approximate only and may vary due to operational demands, weather, traffic, supply issues, or other matters beyond our control.
Payments must be made in accordance with the payment terms confirmed at the time of booking or on the invoice. Unless otherwise agreed, prices are quoted in pounds sterling and may include VAT where applicable. We may require a deposit, advance payment, part payment, or full payment before work begins, particularly for bespoke services, materials-heavy work, or bookings requiring dedicated scheduling.
If payment is due after completion, payment must be made within the period stated on the invoice. We may charge interest on overdue sums at the statutory rate permitted under UK law, together with reasonable recovery costs incurred in pursuing late payment. We reserve the right to suspend further work, withhold delivery of completed items where lawful, or cancel future bookings if outstanding balances remain unpaid.
You are responsible for ensuring that your chosen method of payment is valid and has sufficient funds or available credit. Any chargeback or payment reversal made without proper reason may be treated as a breach of these terms. Where third-party payment processors are used, their own terms may also apply. We are not responsible for delays caused by your bank, card provider, or payment intermediary.
Cancellations must be made as early as possible. If you cancel a booking, we may charge a cancellation fee based on the notice given, the level of preparation already completed, and any costs we have incurred that cannot be recovered. For example, where materials have been ordered, a team has been allocated, or travel has already been arranged, those costs may be passed on to you to the extent reasonable and lawful.
If you need to reschedule, we will try to accommodate a new date, but availability cannot be guaranteed. Where a cancellation or rescheduling request is made too close to the appointment time, we may treat it as a late cancellation and apply the applicable fee. If we must cancel or postpone the service due to circumstances beyond our control, we will seek to offer an alternative date or a refund of any prepaid amount for work not performed.
You understand that certain services are time-sensitive and may involve specially ordered materials or reserved labour. In such cases, cancellation rights may be limited to the extent permitted by law, particularly once work has begun or personalised items have been prepared. Any refund, where due, will be processed using the original payment method unless we agree otherwise.
Our liability is limited to the extent permitted by law. We will exercise reasonable care and skill in providing the service, but we do not guarantee that every outcome will be free from all defects, interruption, or delay. We are not responsible for losses caused by inaccurate information supplied by you, hidden defects, third-party acts or omissions, or circumstances beyond our reasonable control.
Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law. Subject to that, we will not be liable for indirect or consequential losses, including loss of profit, loss of business, loss of goodwill, or loss of anticipated savings, whether arising in contract, tort, or otherwise.
If we are found liable for loss or damage arising from the service, our total liability will be limited to the amount paid or payable for the relevant service, except where a different limit is required by law. You must take reasonable steps to mitigate any loss, and you must notify us promptly of any issue so that we have a fair opportunity to investigate and, where appropriate, put matters right.
Waste regulations apply to many service activities, particularly where materials, packaging, old equipment, or removed items are involved. You agree to cooperate with us in relation to the lawful storage, segregation, collection, transfer, and disposal of waste generated during the service. We will handle waste in a way that is consistent with applicable UK waste management requirements and environmental obligations.
Where the service produces waste that is classed as controlled, recyclable, reusable, or hazardous, additional procedures may apply. You must tell us in advance about any waste that may be dangerous, contaminated, or subject to special handling. If you fail to disclose such information, we may suspend the service, charge additional fees, or refuse to remove the waste. We are not obliged to collect or dispose of materials that we reasonably believe are unlawful, unsafe, or unsuitable for removal under applicable regulations.
You must not place prohibited items into any waste stream without our knowledge and consent. Any waste transfer documentation, records, or declarations required by law may need to be completed by either party depending on the nature of the work. You acknowledge that waste ownership and responsibility may remain with you until the waste is lawfully transferred or disposed of in accordance with the relevant rules.
To the extent permitted by law, you agree to indemnify us against losses, claims, fines, or expenses arising from your breach of these terms, your misuse of the service, or your failure to provide accurate information about the premises, the work, or any waste involved. This does not apply where the loss is caused by our own negligence or breach of duty. We may also rely on any other rights or remedies available to us under contract or law.
We may make reasonable changes to these service conditions from time to time, for example to reflect legal, regulatory, operational, or commercial changes. The version in force at the time of booking will normally apply to that booking unless a change is required by law or is necessary for safety or compliance. If a significant change affects an existing booking, we will act reasonably and, where appropriate, notify you before the service date.
Governing law and jurisdiction: these terms, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales unless we state otherwise in writing. The courts of England and Wales will have exclusive jurisdiction, except where mandatory consumer protection rules provide you with the right to bring proceedings elsewhere. If any dispute arises, both parties should first attempt to resolve it in good faith before starting formal proceedings.
